Telecommunications Operator, Days

Job Type: RegularTime Type: Full timeWork Shift: Day (United States of America)FLSA Status: Non-ExemptWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.Position Summary:Under the direction of the Manager of Desktop & Telecom Support Services, and within established hospital, clinic and department policies and procedures, provides operation support for all telecommunications systems for all Lahey sites. The Telecommunications Specialist I contributes to a customer-oriented service environment that projects a professional image to Lahey Clinic internal and external users.Job Description:Essential Duties & Responsibilities including but not limited to:Provides second level support for all telecommunications services requests and problem incidents within established timeframes.Analyzes and resolves user problems and concerns associated with telecommunications hardware and/or software, conferring with other Information Technology teams and/or the management on difficult or complex problems that cannot be resolved within established service levels.Maintains online Intranet telephone directory for all Lahey colleagues. Determines most cost effective telephone service offerings from vendors, including AT&T, Avaya, Verizon, Sprint/Nextel, Ucom. Works closely with other groups to coordinate plans and activities, particularly with the Desktop Support team regarding new installations and assistance when existing installations are moved or reconfigured.Tracks monthly telecommunications invoices. Prepares forecasts for future utilization and trunk requirements.Maintains state of the art knowledge in order to evaluate telecommunications systems for the organization, and to recommend innovations to help streamline processes, e.g. Voice Over IP (VOIP) and mobile strategies.Consults with and advises user departments to establish optimal telecommunication systems.Provides second level support for all telecommunications problems within established timeframes.Analyzes and resolves user problems and concerns associated with telecommunications hardware and/or software, conferring with other Information Technology teams and/or the management on difficult or complex problems that cannot be resolved within established service levels.Responsible for recognizing and identifying potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.Monitors and reports traffic patterns, trends, and usage of the telecommunications network to ensure an optimal operating environment and provide data for planning purposes.Upholds corporate policy guidelines and recommends new and improved guidelines to ensure compatibility and to improve service to user community.Maintains a positive working relationship with all Clinic departments to optimize working relationships and communication.Carries a pager and participates in off-hours on-call schedule.May be asked to work weekends and holidays to provide technical support to the institution.Works independently reporting to the Manager of Desktop Support Services on a weekly basis Incorporates Lahey Clinic Guiding Principles , Mission Statement and Goals into daily activities.Complies with all Lahey Clinic Policies.Complies with behavioral expectations of the department and Lahey Clinic. Maintains courteous and effective interactions with colleagues and patients. Demonstrates an understanding of the job description, performance expectations, and competency assessment.Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.Participates in departmental and/or interdepartmental quality improvement activities.Participates in and successfully completes Mandatory Education.Performs all other duties as needed or directed to meet the needs of the department.Minimum Qualifications:Education: Telecommunications or equivalent Telecommunications experience required.Licensure, Certification, Registration: NoneSkills, Knowledge & Abilities:Proven support and troubleshooting skills.Proven customer service, interpersonal and verbal and written communication skills.Proven ability to balance multiple assignments on a daily basis and direct the work of a diversified staff.Proven time management skills.Proven ability to maintain professional demeanor under stress.Proven ability to apply quality control techniques and processes to daily activities.Experience: A minimum of three years experience in a large scale telecommunications environment handling all components of telecommunications systems, applications, hardware and systems integration.As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.Equal Opportunity Employer/Veterans/Disabled